Customer Experience Specialist
Customer Experience Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview:
NavSav is looking for a highly motivated friendly and resourceful Customer Experience (CX) Specialist to join our growing team. This is not your typical support role our CX Specialists are problemsolvers peacemakers and champions of the customer journey. Your mission is to take ownership of out bound calls for customer concerns resolve issues win back opportunities with speed and empathy and turn frustrating experiences into brand loyalty.
If youre the kind of person who lights up on the phone loves untangling complex situations and finds joy in helping people feel heard and supported we want to meet you.
Key Responsibilities:
- Handle inbound and outbound customer calls emails and messages with professionalism empathy and care.
- Listen actively to understand the root of a customers concern and work toward quick and lasting resolutions.
- Collaborate with internal departments to investigate issues clarify information and follow through until the issue is fully resolved.
- Document customer interactions accurately in the CRM system ensuring clear visibility and accountability across the organization.
- Follow established talk paths and scripts while bringing your own warmth and personality to the conversation.
- Identify opportunities for crossselling retention and feedback that support the companys goals and customer needs.
- Proactively flag recurring issues patterns or feedback trends to the leadership team.
- Support CX initiatives including retention campaigns call scoring and customer satisfaction surveys.
What Makes You a Great Fit:
- Stellar phone presence with a friendly calm and confident voice.
- Strong problemsolving abilities you know how to navigate tough situations with empathy and professionalism.
- Active listening skills you ask great questions seek to understand and dont rush to respond.
- Emotionally intelligent you can read tone and know how to deescalate an upset customer gracefully.
- Resilient you stay positive and levelheaded even in challenging conversations.
- Teamoriented youre reliable coachable and collaborative.
- Proficient with digital tools CRM systems and basic documentation.
Preferred Experience:
- Extensive customerfacing experience.
- Insurance healthcare or other related environments.
- Experience handling escalations or working in a call center environment is a plus.
- Spanish Speaking a plus.
Accountability:
CX Specialists are directly measured on call volumes resolution rates customer satisfaction (CSAT) adherence to talk paths and contribution to call quality metrics. Success in this role means being a trusted problemsolver who protects and uplifts the NavSav brand.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
